IP Office Contact Center Installation Task Based Guide

IP Office Contact Center Installation

Task Based Guide

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Copyright Statement

Table of Contents

Legal ... 3

IP Office Contact Center ... 10

Overview ... 10

Flow Chart ... 11

IP Office Contact Center Capacities & License Requirements

... 12

IP Office Contact Center Server Requirements ... 13

IP Office Contact Center Agent PC Requirements ... 14

Telephone Support for Use with IP Office Contact Center 14

IP Office Contact Center Required Information ... 15

Servers Computer Name ... 16

Windows Firewall ... 17

Time & Date Settings ... 20

SNMP ... 22

Server User Name and Password ... 22

IP Address ... 22

Power Settings ... 23

IP Office Contact Center Installation ... 27

2) Contact Center Software Installation ... 33

Licensing ... 51

Licensing – Obtaining the MAC Address of the Server ... 51

Preparing the Configuration Data – For Use with the Excel

Spread Sheet ... 62

Importing Data to the Sybase Database ... 72

Activating a Task Flow ... 80

IP Office Contact Center

The initial installation of IP Office Contact Center involves the installation of a number of components:

 Sybase Database Installation

 The installation of the IP Office Contact Center software

 Licensing

 Preparing the Configuration Data – For Use with the Excel Spread Sheet

 Importing Data to the Sybase Database

 Activating the Task Flow in Task Flow Editor

 Importing the IP Office Configuration File

 Installing the Contact Center User Interface on the Agent’s PC’s

Flow Chart

Obtain all required information prior to installation of IP Office Contact Center. Refer to the

IP Office Contact Center Required Information section of this guide.

Install Sybase onto the Windows server. Refer to the Installing the Sybase Database section of this guide.

Install IP Office Contact Center Software. Refer to the Contact Center Software

Installation section of this guide.

License the IP Office Contact Center system. Refer to the Licensing section of this guide.

Prepare the Configuration Data Spread Sheet. Refer to the Preparing the Configuration

Data – For Use with the Excel Spread Sheet section of this guide.

Import the Configuration File. Refer to the Importing Data to the Sybase Database section of this guide.

Activate the default Task Flow. Refer to the Activating the Task Flow section of this guide.

Import the Configuration file to the IP Office. Refer to the Importing the IP Office

Configuration File section of this guide.

Install the IP Office Contact Center User Interface software. Refer to the Installing the

Contact Center User Interface on the Agent’s PC’s section of this guide.

Log in to the User Interface. Refer to the Logging into the User Interface section of this guide.

IP Office Contact Center Capacities & License

Requirements

Platform Multi Site Agents Agents Groups

Server Edition 32 Nodes Up to 100 120

IP Office 500V2 Up to 30 120

Licenses ADI PLDS Provided

Features

VM Pro Ports Base IPOCC SW 30/100

Contact Store Voice Agent

License

Skills Based Routing & Call Recording) Multichannel email, chat and

outbound campaigns

Supervisor Includes voice and multi-channel license

IP Office Licensing

Type Provided Features

IP Office Preferred Edition / VM Ports

For call recording capability CTI Pro License Enables 3rd Party TAPI VMPro Recording

Administrators

Enables Contact Recorder Avaya IP Endpoint

License

IP Office Contact Center Server Requirements

IP Office Contact Center must be installed on a Server that meets the minimum specifications shown below.

Server Requirements Hardware

RAM 8GB

Hard Disk Free Space

Two Seagate ST500DM002 500GB 7200 rpm, SATA 6G 16MB Cache Raid 1

500GB free storage capacity

RAID Raid Controller Intel C202 on board

Connectivity 1 NIC 1GB (For servers with multiple Network Cards, disable all NICs not used for Contact Center)

Media DVD Rom Drive

Processor

Minimum processor speed Quad Core 3.1 GHz

Server Operating System

Operating System Microsoft® Windows 2008 R2 SP1 64-bit Standard Edition or Windows 2012 R2 64-bit Standard Edition

Note: No other applications installed, which use Tomcat

IP Office Contact Center Agent PC Requirements

IP Office Contact Center user’s PC’s must meet the following minimum PC requirements

Agent PC Requirements Hardware

RAM Min 4GB

Hard Disk Free Space Min 10GB

Connectivity Ethernet Adapter

Processor

Minimum processor speed Intel Pentium 4 processor 2.2 GHz or higher

Server Operating System

Operating System Microsoft® Windows 7, or Windows 8.1

Web Browser

Microsoft® Internet Explorer

8.x or higher Mozilla Firefox 3.6 or higher

IP Office Contact Center supports the following IP Office platforms running 9.0.3 Feature Pack.

 IP500 V2

 IP Office Server Edition

Telephone Support for Use with IP Office Contact Center

 Avaya 1400 series telephones

 Avaya 1600 series telephones

 Avaya 9500 series telephones

 Avaya 96x1 (H.323) telephones

 Avaya 96x0 (H.323) telephones

IP Office Contact Center Required Information

For a successful installation to a take place, there are a number of configuration parameters and details that should be obtained and checked with the customer. These include:

 What IP address will be assigned to the IP Office Contact Center server?

 What is the IP Address of the IP Office?

 What is the IP Office Contact Center Server’s Host Name?

 Is the Windows Firewall enabled on the server?

 How many agent groups are required?

 How many Agents are required?

 How many Supervisors are required?

 Does the customer intend to use IP Office Contact Center Chat services? o If Yes, the XMPP Host Name and Domain is required.

 Does the customer intend to use IP Office Contact Center Email services? o If Yes, the UMR Domain is required.

 Does the customer intend to record calls? (This will require the

implementation of Contact Recorder. Please refer to the IP Office Contact Center Contact Recorder Configuration Task Based Guide).

 Will the IP Office Contact Center system utilize Text to Speech?

o If so, please ensure that the IP Office Contact Center server’s Voice

Control Speech configuration has been setup with the required

languages.

Windows 2012 Server - Voice Control Speech

Servers Computer Name

The server’s computer name should only be comprised of letters and digits. It should not contain spaces or underscores. The name should also begin with a letter rather than a digit.

The Server interfaces depicted in this guide include both the Windows 2008 and Windows 2012 server interface.

1. The server’s computer name can be found by selecting Start, right clicking

Computer, then selecting Properties.

With Windows 2012 Server, right click on the Windows icon and select

System

2. The name will be displayed. To change the name, click the Change

Settings link.

3. The System Properties are displayed. From the Computer Name tab click the Change button and define the name in the Computer Name field.

Windows Firewall

Ensure that the Windows Firewall is enabled.

1. The Firewall settings can be checked by selecting Start, Control Panel. With Windows 2012 server, right click on the Windows icon and select Control

With Windows 2012 Server, select the System and Security link.

3. Select the Turn Windows Firewall On or Off link. The firewall settings can be checked / enabled.

Time & Date Settings

With Windows 2012 server, click the Clock, Language and Region link.

Activate daylight saving time when setting the servers local time.

SNMP

Do not activate SNMP.

Server User Name and Password

The account used to administer the server requires administrative privileges.

IP Address

The server requires a single static IP address utilizing TCP/IP as the network protocol. IP Office Contact Center does not support the use of multiple IP addresses on the same network card.

Power Settings

The server’s power settings should be configured as follows.

1. From the server’s Control Panel, click the Power Options link.

With a Windows 2012 server, from the Control Panel select the Hardware link.

Click the High Performance radio button, followed by the Change Plan

Settings link.

Click the Change advanced power settings link.

2. Ensure that the plan used has the following settings. o Set Turn off Hard Disks to Never.

The server’s settings can be viewed in a summarized manner from the Server

Manager interface.

Server manager can be opened by clicking Start, followed by Administrative

Tools and Server Manager.

IP Office Contact Center Installation

Note: Due to the changed connection type in IP Office Contact Center 9.0.3 it is no

longer necessary to install Microsoft TAPI.

1) Installing the Sybase Database.

1. Remote desktop to the server.

2. Copy the IP Office Contact Center software from the cd to a folder created on servers desktop.

3. Once the IP Office Contact Center software has been copied to the Windows 2008/2012 server, the installation can proceed.

4. Open the folder containing the IP Office Contact Center software. Double click on the Server folder.

5. The folder should contain two folders named InstallSybase, and IP Office

Contact Center.

6. Double left click on the Install Sybase folder.

7. Double left click on SybaseDB

8. A warning screen may be displayed. This may imply that there are spaces in the folder name/filename etc. Check the names for spaces and click Yes to continue.

9. The Sybase ASE 15.5 Installer dialog box is displayed, click Yes to continue.

Password for user sa

Note: This password is critical as is it used and referenced for any connections

made to the database and for importing data. It is also used when performing maintenance tasks such as completing upgrades and Backup and Restore. Therefore a make note of the password you create.

11. In the Password for user sa: field enter a new password. Note that the password must be at least 6 characters in length. Avaya recommend that

Administrator is used as the sa password.

Note: Make sure you make a note of this password!

14. The Sybase installation will commence. This part of the process can take up to 20 minutes to complete.

2) Contact Center Software Installation

The IP Office Contact Center software can now be installed onto the server.

Note: As part of the installation you will require the sa User Name and Password

configured earlier

1. Open the folder containing the IP Office Contact Center software. Double click on the Server folder.

Windows 2008 Server Example

2. Open the IP Office Contact Center folder.

3. Before the main IP Office Contact Center software is installed, there are two C++ files that require installing on the server.

5. Click Next.

7. Click Install.

9. Click the Proceed.

11. Click the I have read and accept the license terms check box. Then click the Install button.

13. Click the Finish button.

14. Once the C++ files have been installed on the server, the installation of the IP Office Contact Center software can proceed. From the IP Office Contact

15. The End User License screen is displayed. Click Accepted.

17. The Settings for Avaya IP Office Contact Center Installation screen is displayed.

18. In the Password field, enter the sa password that was previously defined during the installation of Sybase. The recommended SA password is

19. Click the Install button.

21. As the components are installed, the status icons adjacent to the components will change color from Grey to Green.

23. Click the Finished button.

24. The system will display a message requesting the system be rebooted.

With Windows 2012 server, click the Settings icon, then click the Power icon followed by Restart.

Select Application: Installation (Planned), then click the Continue button.

26. Once restarted, log back into the server via remote desktop.

28. The Watchdog will display a message once it has successfully checked the services. This window will close automatically.

It is recommended that you check that the services have correctly started.

29. To do this, from the server’s desktop select Start followed by All Programs.

With Windows 2012 server, click the down arrow icon and click the TT

31. Select Trace System.

33. The Trace Display window will open and show all the running services as indicated by a green status icon. Any services that are yet to start will display a grey icon; those that have just started will display a yellow icon. Any services that have failed to start correctly will display a red icon.

Note: Until the IP Office Contact Center system is licensed the SMTP

Licensing

A license file has to be installed on the IP Office Contact Center system. This can be achieved by using the Web License Manager utility which is available as part of the IP Office Contact Center software installation. The license file is obtained from Avaya and is generated based upon the MAC address of the Windows server upon which the IP Office Contact Center software will be installed.

Once the MAC address of the IP Office Contact Center Server has been obtained, the Technician is required to:

 Login to PLDS.

 Obtain the required License file as per the Sales order.

 Once received, the license file is applied to the IP Office Contact Center server using the WebLM utility.

 It is good practice to check that the licenses have successfully been applied to the server.

 Any additional licenses required for the IP Office can be obtained using the ADI utility.

For PLDS assistance please contact the Avaya Helpdesk Support:

 APAC +65 6872 8700

 Canada and CALA: +1 720 444 0130.

 EMEA: +44 1483 309800,

 Germany call +49 69 7505 1234

 USA: -866-AVAYA IT (+1-866-282-9248) or 303-354-8999.

Licensing – Obtaining the MAC Address of the Server

2. The command prompt is displayed.

4. The network adapter settings are displayed. Make sure that you note the details of the Network Adapter that is being used as the active network interface for IP Office Contact Center.

Note: If the server has multiple network adapters, disable all NICs that are

5. In the example below, the MAC address of the network adapter to be used for IP Office Contact Center is 6C-3B-E5-A7-5D-D8 (this address is for illustrative purposes only). Make a note of the server’s MAC address i.e. the

Physical Address.

6. The MAC address details are then provided to Avaya and the appropriate license file produced.

8. Web License Manager can be opened on the server from a browser. From the server’s desktop, select Start followed by Internet Explorer.

9. Enter the following address in Internet Explorers address bar:

https://localhost:8443/WebLM

10. If a security warning is displayed, click OK.

12. The Web License Manager screen is displayed.

13. Enter the User Name: admin

15. Click the Log On button.

17. Enter and confirm the new password, then click the Submit button.

18. A prompt will be displayed confirming that the password has been successfully changed.

Note: This password is critical as is it used for access to the Web License

19. Log back into Web License Manager, with the new password you have just created.

20. The Web License Manager’s interface is displayed.

22. Click the Browse button and browse to the license file.

24. Then click the Install button.

25. You will be notified that the license file has been installed successfully.

Preparing the Configuration Data – For Use with the Excel

Spread Sheet

1. Browse to the Avaya IP Office Contact Center Configuration file located in the Utilities folder.

Note: This IP Office Contact Center configuration files were previously copied to the server’s desktop during the initial part of the configuration. Please refer to the Installing the Sybase Database section of this guide.

2. Open the file by double click on the Avaya IP Office Contact Center

3. The Excel file should be configured so that Macros are enabled. To do this click on File, Save As, Macro Enabled Workbook.

Note: It is important that the Workbook is saved with a path that contains no

spaces / (blank) characters.

5. Close the file.

7. Select Trust Center. Click the Trust Center Settings button.

8. Click Macro Settings. Select the Enable All Macros radio button. Click the

9. Click the OK button.

10. Save the Excel file. For example,

Avaya_IP_Office_Contact_Center_Configuration.xlsm

11. The workbook can now be completed by moving between each tab from left to right and completing the configuration fields.

13. Tips to help you complete the workbook can be viewed by clicking the red tool tip icon against specific fields.

15. It is imperative that you enter the correct IP Office Contact Center Hostname, XMPP Hostname, XMPP Domain and UMR Domain. Fields with a red background must be configured.

In this example the IP Office Contact Center server hostname of abcipocc has been added.

Note: The server’s computer name should only comprise of letters and digits. It

should not contain spaces or underscores. The name should also begin with a letter.

17. The IP Office Contact Center server’s hostname is displayed.

18. If Chat and Email are not going to be used, these fields can be left as default.

19. From the Chap tab, in the LocalIPAddress field, enter the IP Address of the IP Office Contact Center server.

21. In the SIP Domain field, enter the SIP Domain in lowercase letters. This

must match the Domain Name set in the IP Office under System, LAN1,

VoIP tab, Domain Name.

22. Enter the IP Address of the DNS server used by IP Office Contact Center.

24. Repeat this process for the remaining tabs. Remember that the red tool tips are available against the fields to assist with configuration.

Note that some of the tabs, for example the Agent and Profile tabs contain

hidden columns that should be expanded so that the configuration data can be entered. The columns can be expanded by clicking on the plus (+) icons.

25. When all of the tabs have been populated with configuration data, click the

26. The Data Import file will be created.

27. Two files are created:

Importing Data to the Sybase Database

29. From the server’s desktop, right click and select Paste.

30. The Data Import file will be copied to the server.

32. The CCImportJobber screen is displayed.

33. In the Password field, enter the sa password that was created earlier during the Sybase installation process. This was previously set to

34. Once the password has been entered, click the Import Data button.

36. You will be notified when the database is successfully imported.

38. Restart the server. From the server’s desktop click Start followed by

Restart.

With Windows 2012 server, click the Settings icon, then click the Power icon followed by Restart.

39. Once the server has rebooted, log back into the server via a remote desktop connection.

40. Check that all of the server’s components are running. To do this click Start followed by All Programs, open the Avaya IP Office Contact Center folder. Then open the Trace System folder.

With Windows 2012 server, click the down arrow icon and click the TT

41. Click the TT Display link.

Activating a Task Flow

The Task Flow can now be activated.

1. To do this click Start followed by All Programs, open the Avaya IP Office

Contact Center folder and then open the User Interface folder.

3. To login enter a Username and Password of Administrator

5. The first time you login with Administrator account, you will be asked to change the default password. Click the OK button.

6. The IP Office Contact Center interface is displayed.

7. To change the Administrator default password, choose File and then select

Change password…..

9. Click the OK button to complete the change password process.

11. In this example, the Agent tab has been selected and the imported agent’s details are displayed. This indicates that the data has successfully imported to the database.

12. Select Go to and select Task Flow Editor.

14. Click the Open folder icon

15. Select Import TF-Set and click the OK button.

17. The Task Flow is displayed.

18. From the menu bar select Task flow set followed by Activate.

19. The Task Flow is checked and then activated.

If an error is encountered within the Task Flow, please refer to the Error List section of the IP Office 9.0 IP Office Contact Center Maintenance Task Based Guide.

20. Click the OK button.

21. The Task Flow can now be closed. Select Task flow set followed by the

Close button.

23. The default Task Flow Set has to be defined. To do this click Task flow set followed by Default task flow set

24. You will be prompted that No default TF set configured. Click OK.

26. Do not enter a password, click OK.

Importing the IP Office Configuration File

As part of the installation process you will have previously completed the configuration spread sheet in order to create the Data Import file. When the Data Import file is created, a second Excel file is also created that includes the IP Office configuration settings for IP Office Contact Center. These settings include details relating to the agents, groups etc that can be uploaded to the IP Office.

1. To import the configuration file, launch IP Office Manager and open the configuration of the IP Office.

3. Locate the IP Office Configuration file that was created when the Data Import file was produced. To do this click the browser button and browse to the location of the configuration file.

4. The Configuration file will be shown as being available for selection. Click the check box adjacent to the file.

5. Click the OK button.

6. The configuration data is uploaded to the IP Office. This can be checked by selecting the User link. The users that were created and uploaded to the IP Office Contact Center will be the same as those uploaded to the IP Office Configuration.

Note: Only users (relating to the agents) are created, therefore the

8. A short code is also created that is used for routing calls from the IP Office to the IP Office Contact Center and should be referenced in the required

Incoming Call Routes.

9. Select the System link followed by the LAN1 tab. Then select the VoIP tab.

11. Ensure that the SIP Trunks Enable check box is selected.

12. Ensure that the SIP Registrar check box is selected.

Note: This is the SIP Domain name previously defined in the Data Import

Spread sheet under CHAP Server tab.

14. Select the TLS check box as TLS must be enabled. The default ports can be used.

16. Then click the OK button.

18. Select the SIP extension that was created for the CHAP connection to the IP Office Contact Center server. Click VoIP tab.

19. From the Codec Selection drop down list select Custom.

20. From the Selected panel, select only G.711 ALAW 64K and G.711 ULAW

64k. The IP Office Contact Center system only functions if both G.711

21. The other codecs should be displayed in the Unused panel.

22. Click the OK button.

24. You will be prompted to complete an Immediate reboot of the system. Click

OK. The IP Office will reboot.

25. Once the IP Office has rebooted, the server will also require a reboot. Log back into the IP Office Contact Center Server. From the server’s desktop click Start followed by Restart.

Select Application: Installation (Planned), then click the Continue button.

26. Once the server has rebooted, log back into the server via a remote desktop connection.

With Windows 2012 server, click the down arrow icon and click the TT

display icon.

IP Office Contact Center User Interface

Adding the server as a Trusted Site to Internet Explorer

1. Open Internet Explorer and select Internet Options.

3. Click the Sites button and add the hostname of the server in the following format: http://<hostname>

Note: the server name in the screen capture below is for illustrative purposes only.

A similar process can be followed with Mozilla Firefox:

Adding the Server’s Host Name to the IP Office Contact Center

User PC’s Host File

Each IP Office Contact Center User‘s PC must have the IP Office Contact Center server’s host file amended to reference the IP Office Contact Center server’s Hostname.

The server’s hostname can be checked from the server’s command line:

1. Login to the server and from the start menu type cmd in the search box and press enter.

2. Type hostname after the prompt.

4. The host name of the server should be added to each IP Office Contact Center users PC. Navigate to C:\Windows\System32\drivers\etc.

6. Add the server’s IP Address and host file details in the following format, for example 192.168.42.50 abcipocc abcipocc

Installing the Contact Center User Interface on the

Agent’s PC’s

The Contact Center User Interface has to be installed on each agent’s PC. If the software is not running on the agents PC they will not be displayed in IP Office Contact Center Real Time screens or Reports.

1. The software can be found on the IP Office Contact Center installation CD within the Client folder.

2. Copy the software on to each agents PC.

4. The setup wizard is displayed. Click Next.

6. Click the Complete button.

7. Enter the Host Name of the IP Office Contact Center server in the

Hostname of IP Office Contact Center Server field. Note: The Hostname

8. Enter the Host Name of the IP Office Contact Center server in the

Hostname of License Server field.

11. The installation will proceed.

Logging into the User Interface

1. From the start menu, select Avaya IP Office Contact Center, open the

User Interface folder and double click on the User Interface icon.

With Windows 2012 server, select the down arrow icon followed by the

2. The User interface sign in screen is displayed.

4. From the Telephony Extension drop down box, select the extension to be used by this agent.

6. Click the Login button.

Viewing the Default Call Flows

As part of the installation process, the configuration data is added to the Macro enabled Excel spreadsheet, in preparation for the configuration file to be uploaded to the IP Office Contact Center server.

The spreadsheet includes data fields relating for example to Topics, Agent Groups and Agents. As illustrated in the example below:

The task flows that reflect the data added to the configuration spread sheet can be viewed as follows:

1. From the IP Office Contact Center User Interface select Go to followed by

Task Flow Editor.

2. Click the Open folder icon

4. Do not enter a password. Click OK.

5. If the Task Flow Set has previously been activated, you will be presented with the following dialog box. To open a copy of the Default Task Flow Set, click the OK button.

7. Click the OK button.

8. The Task Flow is displayed.

The Call Flow comprises of the following Elements: 1. Telephones calls element

3. An Announcement script element.

5. A Task Trap element

6. A Prioritised Distributor element

7. A Personal Contact element

9. A Logic element

11. A New Task element

12. A Queue Full element

13. A Drop element

15. The call flow will require amending to reflect the customers own requirements. The call flow can then be tested by dialling the Topic number for example, for Topic 1 dial 701.

Avaya Documentation

 http://support.avaya.com/

Avaya IP Office Contact Center Task Based Guides

 IP Office Contact Center Configuration Maps

 IP Office Contact Center Installation

 IP Office Contact Center Telephony User Interface Configuration

 IP Office Contact Center Task Flow Editor -Telephony

 IP Office Contact Center Reporting

 IP Office Contact Center IVR Scenarios

 IP Office Contact Center Contact Recorder Configuration

 IP Office Contact Center Email & Chat Service

 IP Office Contact Center Maintenance

 IP Office Contact Center Dialler Configuration

Please note, only the IP Office Contact Center Task Based Guides listed above are available from Avaya. Further IP Office Task Based Guide documentation as listed below is available directly from ITEL. http://www.iteluk.com/

ITEL IP Office 9.0 Task Based Guides

Initial Installation

1. IP Office Configuration Maps 2. IP Office Hardware Installation 3. IP Office Initialisation

4. IP Office Manager

5. IP Office Voicemail Pro Initial Installation Guide 6. IP Office Small Community Networking

7. IP Office Customer Call Reporter Initial Installation Guide 8. IP Office Server Edition Configuration

9. IP Office Security Policies

UCM

Core Telephony

11. IP Office Telephony and Call Routing 12. IP Office Short Codes Summary

13. IP Office Hunt Group Setup and Operation 14. IP Office Conferencing

15. IP Office IP Telephony Guide

16. IP Office Computer Telephony Integration – 1st Party

Users, Telephone & Softphone Configuration

17. IP Office Configuring IP Office Phones and User Accounts 18. IP Office Call Handling

19. IP Office Configuring the IP Office Softphone

Auto Attendant & Voicemail

20. IP Office Embedded Voicemail (Intuity Mode) Flowchart 21. IP Office Auto-Attendant Setup and Operation

22. IP Office Embedded Voicemail

23. IP Office Embedded Voicemail Flowchart

Voicemail Pro

24. IP Office Voicemail Pro Summary Guide

25. IP Office Voicemail Pro – Voicemail User Guide

One X Portal & IP Office Applications

26. IP Office One X Portal Guide

27. IP Office One X Mobile Preferred Implementation 28. IP Office Plug-in for Microsoft® Outlook®

29. IP Office MS Lync Plugin 30. IP Office Avaya Flare

31. IP Office One X Mobile Essential

Customer Call Reporter – CCR

Contact Store & Receptionist Console

34. IP Office Contact Store

35. IP Office Receptionist Console

Maintenance

36. IP Office Backup and Restore 37. IP Office System Status Application